Digital CX (customer experience) can no longer just be labelled as just another bolt on option in a business toolbox. Digital CX has to be cemented as an integral part of communication and forms the basis as to how company and customer builds their relationship.
For businesses starting out, it can be tricky to know where to start with introducing digital CX, yet a blank canvas can offer scope without limitation from day one. At the other end of the spectrum, developed businesses have history and experience in CX which is a great advantage. However, introducing new methods of digital CX can prove challenging, especially if their teams are already adjusted to certain embedded methods of customer experience.
Implementing Digital CX
The beauty of digital CX is that it doesn’t have to be designed and then parked as a stagnant system. Because of its digital platform it can morph and evolve as your business develops through planned computerised updates.
Start by sharing your digital CX objectives with your team so that they are clear on your plan and understand what you are looking to achieve. What improvements are you endeavouring to make, what will be the outcome for the business once methods are introduced and who will benefit?
Bring teams on board by opening conversation and ask them for feedback. Encourage employees to understand what is expected of them and help them to own the idea so that they feel included and part of a positive change.
Training teams can be tricky! When leaders have been involved with a digital CX project for so long, they can forget the small details which can help to leverage each stage. Ask employees to test and give clear instructions on how to use systems to provide a pathway of understanding, in preparation for training your core team.
Finally, obtain as much feedback as possible so that improvements can be made along the way. This will help to explain objectives much clearer in going forward and could provide room to introduce further developments at a later date.
CX with WeAnswer
The beauty of WeAnswer is that we can take on your CX system or plugin our own at any time. If you are looking for customer service UK support because you have outgrown your own resources or because you require seasonal support at certain times of the year, then our team of customer service experts are on hand to help with an immediate start. For small customer bases up to large national campaigns, we have the capacity to take on customer service conversations on behalf of private and public sector organisations of all sizes. To find out more about outsourcing customer services, please get in touch.